Dr. Amy Crain took excellent care of my Shih Tzu, Minnie. If you have come across this review, congrats because you are in good hands. She was supportive, caring and loving.  She performed surgery on my ten year old pup and I knew she was in excellent hands.  She gave me all of my options and didn't make me feel guilty or ashamed of having postponed the procedure.  After Dr. Crain did the surgery, she called the next day to see how Minnie was doing.  The experience was as wonderful as it could have been given the heartache we all feel when our pup is sick. Read Less

The level of veterinary care I received at Presidio Way was fine. However, the customer service is awful.Two months ago, I took one of my dogs in because she's been having accidents in the house (she's 14, we recently moved and I went back to work outside of the home after five years of self-employment, so I couldn't tell if the accidents were related to old age, anxiety or a bigger health problem.) The vet suggested running a full blood panel and urinalysis (for the record, I was never given a quote on the price, as is customary with most vets, but I would have told them to do it all, regardless). She also said that she was confident that my girl didn't have a UTI, as her bladder and urine all appeared normal. I paid my $600 and left with the promise of test results in a couple of days.When I received a voicemail a couple of days later with the results of the blood test, I was told that the office forgot to send the urinalysis into the lab (which probably should have been a red flag for me, but mistakes happen and my dog is fine, so I let it go). They asked if I would still like to run the test or wanted a refund. Since the vet was pretty sure Kenzie didn't have a UTI, I decided not to run the test. When I called back, a woman named Melissa answered and that's when things went downhill. I paid with a check, so there was confusion over how they were going to refund my money. She said something about putting a credit on my account, which I assumed meant they wanted to credit me toward my next visit, which I didn't want to do. When I said, "But I don't want a credit, I want my money back," her tone changed. She started speaking to me in a condescending manner, falling short of yelling at me, to explain that what she meant was that they would find out how to credit my checking account. I said, "Oh, ok, I didn't understand." She replied, "Good, so we understand each other." And then she hung up the phone on me.When the vet (who was very nice and helpful) called me back to provide me with next steps in my dog's care, I told her about the incident and said that I felt really uncomfortable stepping foot in the office again after the way I was treated on the phone. I certainly didn't want to come face-to-face with Melissa, even if it meant eating the cost of the urinalysis. The vet said that was unacceptable and directed me to submit a comment online via the form on the website to explain my experience. I did it a few days later (after I received my refund) and never heard from anyone at the office following up on the incident. (I actually held off from posting a public review detailing the event in anticipation of some sort of follow up on my complaint, but that never happened, so here we are.)Although I don't have any issue with the quality of care at Presidio Way (and one visit certainly doesn't make me an expert), the customer service is so atrocious that I'll never step foot in the office again. Read Less

Took my kitty Sesame to see Dr Helmer today after being referred from Vet Pronto for x rays and blood tests. Dr Helmer was very loving and genuine, and even made an exception to the usual procedure scheduling to let my easily stressed and very high energy kitty in and out within 2 hours, which I very much appreciated. She called me a few days prior to the appointment to discuss the procedure with me and also gave me an opportunity to tell her about Sesame and how she usually behaves. I stayed in the waiting room the whole time and she occasionally came out to give me updates on how Sesame was doing. After the appointment, Sesame seemed absolutely like her normal self, no signs of distress or unhappiness, so I'm very happy with the care she received. It was expensive, but I feel that is to be expected in general with veterinary care. I got an estimate beforehand which Dr Helmer sat down and explained item by item for me, so I understood what was happening and where the costs came from. Read Less

Dr. Kaila Helmer has a heart of gold! She stepped up to the plate in a major way after an unfortunate accident happened and our two baby girls got stabbed by a psychopath at a park. She was so through and offered such quality care and such love to my girls. Eternally grateful for her support and expertise throughout this insane ordeal. Cannot recommend her and the entire sweet staff at Presidio Way highly enough. Eternally greatful. Read Less

If you ever need the BEST of care in SF run, don't walk to see Dr. Kaila Helmer. My cat came down with a rare abscess on his pancreas. After 4 weeks she recommended that I see a surgeon so I went to a nationally renowned cat specialist in Campbell and his recommendation after the ultrasound: continue the exact course of treatment prescribed by Dr. Helmer. Dr. Helmer is the best!!! Read Less